"Without more assertive patients, the (NHS) producer interest will continue to dominate the consumer interest." - David Hughes, Telegraph
More assertive? Assertive, even? Eh? With notices displayed prominently in every NHS ward and corridor warning of dire consequences for 'aggression towards NHS staff'?
Which weak, sick patient, bullied in the night (no witnesses) by a vicious, two-faced, Unison-badged nurse as my 80-year old aunt was, or which visiting family member observing, as I did, uncaring neglect bordering on torture of their parent, would - even if they could - unhesitatingly *dare* to 'assert' their right or that of their relative to decent nursing, to be treated courteously and humanely, knowing that they risk being accused of 'aggression' by hospital staff and a 'health union', which would probably make their situation even worse?
The system protects its own.
Be very afraid.
Sent from my iPad
"The system protects its own."
ReplyDeleteIt does. You cannot tell in advance how a complaint will be dealt with - how likely it is to make matters worse. The rules of the game are not transparent.
I live not very far away from the Staffordshire hospital where, it is believe, some 1200 patients died from neglect over four years in the most appalling circumstances, whilst management continued to tick all the boxes for "foundation status". I have a friend whose family had the most appalling experiences in a hospital in the South East.
ReplyDeleteBut I must put in a word for the Derby Royal hospital where I recently had a minor operation. Cleanliness was excellent. From receptionist to surgeon and anaesthetist to ward staff and the chap who brought the tea round, they were all first class, combining kindliness and understanding with efficiency. If I had been going privately I would have felt I had excellent value for money. A local lady who had a 9 week stay there said just the same.
Clearly this is a matter of leadership and somebody is doing it right. It can be done. There is an old army adage that there are no such things as bad soldiers, only badly led soldiers - and I think the same principle applies in most organisations.
I suspect that the NHS is a bit like the curate's egg with some rotten bits, much of it good and parts that are excellent. The trouble is that, being a monopoly, you are really stuck if you land on one of the rotten bits.